AccountId: 011433970860
ContactId: 2d12d484-3921-4b93-9df3-2f9702f2c3dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516690 ms
Total Talk Time (AGENT): 157622 ms
Total Talk Time (CUSTOMER): 260403 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2d12d484-3921-4b93-9df3-2f9702f2c3dd_20250228T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm fine. Happy Friday.
[AGENT][NEUTRAL] Same to you.
[CUSTOMER][NEUTRAL] Um, my name is [PII] and I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the reason I'm calling it's regarding the group number 17021.
[AGENT][NEUTRAL] OK, thank you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] It's like [PII], but [PII] at the end.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] This is not good enough.
[CUSTOMER][NEUTRAL] Over billions of dollars
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bring back the job. Bring back the machine.
[CUSTOMER][NEUTRAL] Your workers' level.
[CUSTOMER][NEUTRAL] OK hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for holding. I placed you on hold for a second. I had to cough, didn't want to cough in your face.
[CUSTOMER][NEUTRAL] Uh, no, no, uh, just to, to make sure that you're OK, but you're not breathing.
[AGENT][NEUTRAL] Oh yeah, I'm fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm fine. I have my little spells every now and again. And if I can get the uh phone number in case we're disconnected, ma'am?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] You, you, you.
[AGENT][NEUTRAL] Are you calling on behalf of the employer group?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and the name of the group?
[CUSTOMER][NEUTRAL] South Miami inpatient South Miami inpatient physician. I, I gave you the group number 17021.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have to verify the group name as well and if you can verify the group's billing mailing address for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group email mailing address?
[AGENT][NEUTRAL] Mailing address, yes ma'am.
[CUSTOMER][NEUTRAL] It's so, yeah.
[CUSTOMER][NEUTRAL] It's South Miami Hospital. That's it.
[CUSTOMER][NEUTRAL] Uh huh, [PII]. OK.
[AGENT][NEUTRAL] OK, and did you say that you're a group admin?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For this group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm the agent, ma'am.
[AGENT][NEUTRAL] Oh, OK. What is your name, sir? Are you?
[CUSTOMER][NEUTRAL] And the and the and, and, and the administrator.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the reason for the call is we're following up on the insured. Can I give you your social security number?
[AGENT][POSITIVE] No problem. Can I get your name first, please?
[CUSTOMER][NEUTRAL] [PII], I'm the agent, ma'am, shows up in your system.
[AGENT][NEUTRAL] OK. OK. Yeah, I just have to verify who you are, that's all. And go ahead, go, go, go ahead with the policy number.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's fine. I.
[CUSTOMER][NEUTRAL] You know, every time I say something, every time you, you ask me questions, so, you know, I have all day long. No, I have all my lifetime, you know what I mean? No problem.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I know. OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] I gave it to you. We gave you the policy number.
[AGENT][NEUTRAL] She, I have the group number, but not the policy number.
[CUSTOMER][NEUTRAL] There's only a group number, man.
[AGENT][NEUTRAL] Hey, did you say you're checking claim status?
[CUSTOMER][NEUTRAL] We need to know
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. How can we, how can we assist you?
[CUSTOMER][NEGATIVE] You've, we've never gotten to, uh, we, we, we, we have never gotten to why I'm calling because of your questions.
[CUSTOMER][NEUTRAL] Are you ready to help me?
[AGENT][NEUTRAL] Yes, and we have to verify the caller [PII] that's what I was trying to do.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Listen,
[CUSTOMER][NEUTRAL] How long do you think I've been in this business?
[AGENT][NEUTRAL] Uh, pretty long. Uh, your name is familiar.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] A very, very long time and it's a very large group, and I do, I do require a little respect. And the group number 17021 South Miami inpatient physicians, we have submitted an application sometime in September, October and we want to make sure that this individual is in fact.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Recognized as being insured. Can I give you his social security number now?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, could you repeat that a little slower please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd.
[AGENT][NEUTRAL] And what is the employee's name?
[CUSTOMER][NEUTRAL] I'll give you, you give me his first name, I'll give you his last name.
[AGENT][NEUTRAL] The first name I have [PII]
[CUSTOMER][NEUTRAL] OK. His name, that's his last name, [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so they have it entered incorrectly so we can get that updated. So his first name is [PII] and then we'll get the last name updated as well. But I do show that his
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] What does it show in your system as being correct, ma'am, please.
[AGENT][POSITIVE] Yeah, so I'm showing an effective date.
[AGENT][NEUTRAL] Of [PII]. And let me verify his date, let me verify his date of birth, [PII]. I'm showing [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, yeah. All right.
[CUSTOMER][NEGATIVE] So, so in your system you didn't answer my question. What does it show in your system that it's incorrect by you?
[AGENT][NEUTRAL] The name, so the name, the first and last name is Transposed, so we'll need to get that corrected.
[CUSTOMER][NEUTRAL] OK, on the application it's clear, first name, last name, and that's correct because we called and we requested a change of address for this particular individual. Can you take the change of address at this point, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, I can.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat that back to you, [PII]. I have [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's correct. And in this policy, he would be covered with his wife. First name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. I do show that she's a dependent on the policy.
[CUSTOMER][POSITIVE] Great. Then we're good to go, go.
[AGENT][NEUTRAL] All right, all right. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Can you show, can you send me a confirmation that you in fact have corrected his, the spelling or the transposition of his name and it's not correct in your system?
[AGENT][NEUTRAL] Of course, and what email address do you want me to send that to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And also provide us a new ID.
[AGENT][NEUTRAL] When you say a new idea, do you mean the policy number?
[CUSTOMER][NEUTRAL] No, no, no, ID meaning a card showing him to be covered under the correct name.
[AGENT][NEUTRAL] OK, so an identification card, we can do that as well.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Anything else? You too. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Right, bye.
[AGENT][NEUTRAL] Bye bye.